CRM Custom Report 
Pipeline Management 
Sales GPS Tracking 
Sales CRM 
Contact Management 
Goal Management 
Ticketing Management 
Deal Management 
WhatsApp API 
Instagram API 
Open API 
AI Chatbot 
Tokopedia Chat 
Embedded Live Chat 
Knowledge base 
SLA management 
Agent scorecard 
Ticket creation integration 
Airene integration 
Cloud Call Center 
Education 
Financial 
Healthcare 
Tour & Travel 
Hospitality 
Logistic 
FMCG 
Retail 
Information Technology 
Outsourcing 
Customer Service 
Marketing 
Human Resources 
Operational 
Help Center 
Course & Certification 
Media Release 
Podcast 
Event 
Find consulting services 
Mekari Community 
Referral Program 
Reseller Program 
Integrator Program 
About Mekari Qontak 
Why Mekari Qontak? 
Security 
WhatsApp Link Generator 
WhatsApp Pricing Calculator 
WhatsApp Widget Generator 
Chatbot ROI Calculator 
About PT Kompas Media Nusantara
PT Kompas Media Nusantara, commonly known as Harian Kompas (kompas.id), is a pioneer in the print and digital media industry in Indonesia. Founded in 1965, the company has been a trusted source of information for the Indonesian people for decades. Today, Harian Kompas produces 550,000 printed copies per day and has expanded its business into multimedia, through multi-channel and multi-platform. Harian Kompas continues to innovate to become a source of information that can inspire and enlighten the Indonesian people.
Business challenges
As a major media company in Indonesia, Harian Kompas faces challenges in handling customer complaints and inquiries coming through various channels. Harian Kompas’ customer service team often experiences delays in responding to customers, especially during peak hours. This is due to the limitations of the system used by the team and the reliance on regular WhatsApp, which directly affects work efficiency and customer satisfaction.
To answer these business challenges, Harian Kompas needs a solution with several criteria as follows:
- An integrated omnichannel system to manage customer chats from various channels in one platform.
- A real-time agent performance monitoring system to ensure compliance with established standards.
- AI that can help choose the right words and adjust communication style according to customer sentiment to increase interaction effectiveness.
- A system that can operate continuously to ensure customers get help at any time, including during peak hours.
At certain hours, especially when the message volume increases, customers have difficulty contacting our customer service. Our main challenge is to provide the information customers need quickly and accurately.
Mekari as a solution
Based on the above criteria, Harian Kompas decided to adopt Mekari Qontak, a cloud-based omnichannel solution designed to improve team efficiency in handling customer complaints and inquiries.
Mekari Qontak offers various features to help the efficiency of the customer service team’s work, including:
- Scorecard and SLA management to monitor agent performance and manage SLAs more easily, ensuring that every customer gets a fast and accurate response.
- Chatbot AI (Airene) to help agents provide more professional responses and increase customer satisfaction levels.
- Knowledge base that allows agents to answer customer questions more quickly, consistently, and efficiently.
Erwan Sasmito, Customer Solution from Harian Kompas (Kompas.id), believes that among the various vendors considered, Mekari Qontak stands out due to its well-developed features.
Unlike other vendors, where we still have to wait a long time to get the reports we need, Mekari Qontak provides these features directly and on time. The user-friendly interface also provides additional convenience; it really helps our agent team in carrying out their tasks more efficiently.
Results
Mekari Qontak boosts customer service processes to be 67% more productive
With Mekari Qontak’s fully integrated features supported by AI technology, Harian Kompas’ customer solution team has managed to increase its productivity by up to 67%. Agents can also rephrase their sentences to the communication style set by the company in order to give faster and more efficient responses.
Mekari Qontak cuts response time to be under 10 minutes
Mekari Qontak suppors the customer solution team to give responses in just under 10 minutes, from previously taking more than that. No more ignored customer chats, and every question can be answered more quickly and accurately.
Erwan added, “Before using Mekari Qontak, we often did less productive work such as monitoring stock manually. With Mekari Qontak, everything can be automated, and we can focus more on more important things.”
With Mekari Qontak, Harian Kompas is now better prepared to handle customer complaints and questions more efficiently. It does not stop at that; the Mekari Qontak system also ensures that every customer gets the best service, anytime and anywhere.
We are not only satisfied with the speed of response (to customers) which (has become) better, but also with the way Mekari Qontak helps us in improving the quality of service to customers.
